Customer support and the Consumer Duty

Course Outline & Objectives

The biggest innovation of the FCA’s Consumer Duty will be its Customer Support outcome. Up until now, the regulator has done almost nothing to improve the standard of customer service in the UK financial services. Now, from 31 July 2023, the Financial Conduct Authority will be shining a light clearly on the subject. Firms need urgently to identify what customer support is all about. They also need to know how this topic links up with the new Communications outcome to ensure that customers are kept informed throughout their experience of the firm. This half-day seminar aims to introduce this new compliance topic while helping participants to increase their knowledge generally of the Consumer Duty.

Specifically, attending will help you:

• Increase your knowledge of the Consumer Duty and the Customer Support and Communications Outcomes
• Benchmark your approach to customer service against FCA expectations and industry best practice
• Know how to sustain customer relationships through providing high quality customer service
• Demonstrate the effectiveness of your monitoring of customer service

Who will benefit?

This course will be of value to those responsible for customer service, ongoing communications with clients, including Complaints, Customer Services, Operations, Compliance and Internal Audit professionals.